RE/MAX

Job Details

Description

Job Title: Customer Experience Analyst

Location: Denver, CO

Department: Customer Experience

Reports To: Director of Experience Management

Position Summary

RE/MAX is seeking a detail-oriented and data-driven Customer Experience Analyst to play a key role in improving the overall customer experience for our agents, franchisees, and customers. The CX Analyst will gather, analyze, and interpret customer feedback and operational data to uncover insights that drive decision-making and improve satisfaction, loyalty, and efficiency. This role will collaborate across teams to identify trends, highlight pain points, and recommend actionable strategies to enhance the RE/MAX customer journey.

Key Responsibilities

Data Collection & Analysis

• Collect, organize, and analyze data from customer surveys (e.g., NPS, CSAT, CES), feedback channels, and support systems.
• Identify trends, patterns, and insights to inform improvements in the customer experience.
• Conduct root cause analysis on customer pain points and recommend solutions to mitigate them.

Customer Journey Insights

• Map and analyze the customer journey to identify gaps, friction points, and opportunities for optimization.
• Partner with CX leadership to prioritize and implement improvements across touchpoints.

Reporting & Communication

• Create and deliver reports, dashboards, and visualizations that present actionable insights to stakeholders.
• Share findings with internal teams, including Customer Support, Marketing, Product, and Technology, to drive improvements.
• Monitor KPIs such as NPS, CSAT, churn rate, and first-call resolution, providing regular updates on performance.

Collaboration & Strategy

• Work closely with Customer Support, Marketing, and Product teams to align data insights with business goals.
• Collaborate with the technology team to ensure customer feedback is integrated into product enhancements and service solutions.
• Recommend strategies for improving self-service tools, knowledge base, and apps.

Continuous Improvement

• Benchmark RE/MAX’s customer experience performance against industry standards and competitors.
• Stay informed about CX trends, tools, and best practices to bring innovative ideas to the team.

Qualifications

Education & Experience

• Bachelor’s degree in Business Administration, Data Analytics, Marketing, Customer Experience, or a related field.
• 3+ years of experience in franchise recruitment, business development, or account management preferably in a high-touch environment
• Experience working with survey tools (e.g., Qualtrics, SurveyMonkey) and CX frameworks like NPS, CSAT, or CES.
• SQL experience

Skills & Competencies

• Strong analytical and problem-solving skills with a focus on translating data into actionable insights.
• Proficiency in data visualization tools like Tableau, Power BI, or Excel.
• Familiarity with CRM tools like Salesforce or Zendesk.
• Excellent communication skills, both written and verbal, to present data insights effectively to stakeholders.
• Strong organizational skills and ability to manage multiple projects simultaneously.

Personal Attributes

• Customer-focused mindset with a passion for improving experiences and delivering value.
• Detail-oriented and curious, with a drive to uncover root causes and solutions.
• Collaborative team player who thrives in a dynamic, fast-paced environment.

Why Join RE/MAX?

As a leader in the real estate industry, RE/MAX is committed to delivering exceptional experiences for its agents, franchisees, and customers. As a Customer Experience Analyst, you will have the opportunity to make a tangible impact by driving improvements that elevate the RE/MAX brand. Join a team of passionate professionals dedicated to innovation, collaboration, and success.

This position is ideal for someone who loves analyzing data, solving problems, and making a meaningful difference in how customers experience a brand. Be a part of a team that is redefining excellence in the real estate industry!

Hire Range/Rate:

$65,000 - $82,500

Actual compensation offered to candidate will be finalized at offer and may be above or below the posted range due to skill level, experience, industry specific knowledge, education/certifications, or geographic location. The offer rate represents one component of the RE/MAX Holdings total compensation package. Employees will also receive a number of benefits as listed below. Other compensation for this position may include bonus eligibility.

• Competitive Medical, Dental, and Vision benefits
• Retirement plans with optimal company match
• Annual bonus/merit opportunity
• Educational Assistance
• Mental Health support program
• M.O.R.E. Events offered in-person and virtually
• Mentorship program
• Employee Resource Groups 
• Community Engagement
• Diversity, Equity, and Inclusion
• Parenting
• Remote
• Women at RE/MAX

RE/MAX, LLC & Motto Mortgage

Now is your chance to become part of a world-class, industry leading organization. RE/MAX Holdings, Inc. is a business that builds businesses. We provide the tools, education and tech to our real estate network, which includes RE/MAX and Motto Mortgage franchises, agents, brokers, and consumers. Join us and build a career where your contribution is heard, your

RE/MAX Holdings, Inc. is proudly headquartered in Denver, Colorado. Certain roles may be location specific, however in addition to Colorado, we welcome qualified candidates in the following states: Arkansas, California, Florida, Georgia, Illinois, Massachusetts, Michigan, Ohio, and Texas!

RE/MAX Holdings, Inc. is proud to be an equal opportunity employer committed to diversity and inclusion, as well as non-discrimination in employment. All persons shall be afforded equal employment opportunity, and all qualified applicants receive consideration without regard to race, color, religion, gender, sexual orientation, national origin, age, veteran status, disability unrelated to performing the essential task of the job or other legally protected categories. In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information. 

• As measured by transactions sides

Application Deadline: March 17, 2025

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